Service Customer Success Lead

Service Customer Success Lead

Whitehall Resources require a Service Customer Success Lead to work with a client based in London.

Responsibilities:
The role holder is responsible for the success of the customer technology service within these key areas:
* Own and deliver key elements of the technology service improvement plan
* Technology service engagement through industry forums with all customers and senior management level
* Working with expert technology partners to transform the Portal to provide customers with real time technology service updates
* Support the creation of enhanced operational reporting and dashboards to industry forums highlighting the quality of the technology service provided
* Ensuring all customers receive clear and transparent communication post any service impacting technology issues
* Supporting the Customer Success Managers within CTIO to manage to ensure customer needs and resolution are met with escalated issues
* Create and maintain customer relationships to maximise customer satisfaction
* Seen as a key technology service point of contact for industry forums and across the CTIO
* Will occasionally be required to present to customers at the service management forums
* Will occasionally be required to work out of hours to support customers with major incidents

Required skills:
* Good knowledge of technology Service or Software/Data/Digital technology development
* Project Management
* Problem solving
* Customer facing skills: good communicator, verbal and written, can translate technology concepts into business language
* Take ownership of customer issues
* Have a thirst for knowledge – know our Products, Customers, Solutions, Stakeholders
* Motivated – enthusiastic – encourages others
* Data analysis


All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.